Refund policy

We want you to love your purchase. If there is anything wrong with your order, we are here to help.

1. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered (for example, wrong colour, model, or size), please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • A description of the issue
  • Clear photos or videos of the product
  • A photo of the shipping label, if applicable

Once we review the issue, we will offer one of the following based on the situation:

  • A replacement at no extra cost, or
  • A full or partial refund

Our team will keep you updated throughout the process.

2. Missing or Lost Shipments

If your tracking number shows no movement for more than 30 days, or the carrier confirms that the package is lost, we will issue a full refund or send a free replacement.

If the tracking number appears invalid or is not updating, please contact us so we can investigate it as soon as possible.

3. Change of Mind Returns

If you decide you no longer want the item, you may request a return within 7 days of receiving it.

Please note:

  • The item must be returned in its original condition
  • Return shipping costs are the customer’s responsibility
  • Once the item is received and inspected, we will issue your refund

Return instructions, including the correct return address, will be provided once your return request is approved. Return facilities may vary by product and location.

4. Customised and Made to Order Items

Some of our products are customised or made to order, including items with personalised text, images, designs, or specific size or colour selections.

Because these items are produced specifically for your order:

  • Change of mind returns are not accepted for customised or made to order items
  • Returns or exchanges are not available for incorrect size, colour, design, or personalisation details selected at checkout
  • Please carefully review all custom options before completing your purchase

When refunds or replacements still apply

Customised and made to order items are still eligible for a refund or replacement if they arrive:

  • Damaged
  • Defective
  • With a manufacturing error
  • Incorrect compared to the approved order details

If this occurs, please contact us within 7 days of delivery and include:

  • Your order number
  • A clear description of the issue
  • Photos or videos showing the problem

If approved, we will offer a free replacement or a full or partial refund, depending on the situation.

5. Incorrect Address or Unclaimed Packages

Please ensure your shipping details are correct at checkout.

Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for refunds or free replacements.

How to Start a Return or Refund Request

To start a return or refund request, please email us at support@omeearth.store with:

  • Your order number
  • The email address used at checkout
  • A description of the issue
  • Photos or videos, if applicable

Our support team will respond promptly and guide you through the next steps.